Sometimes it's easier to show than to tell. A customer who spotted a bottle on a shelf can photograph it and ask "do you have this?" instead of trying to describe it. A customer whose parcel arrived crushed can send a photo instead of writing out what's wrong. Arbyn reads both kinds of photo, works out what it's actually looking at, and answers strictly from your real catalog, never from a guess. This works in chat and by email, in every language Arbyn supports, with nothing to switch on.

When a customer's message includes a photo, Arbyn looks at it, works out what it shows, and decides how to help from there: identifying a product against your catalog, or assessing damage on something they've already received. It never dresses up a guess as a confirmed match. If your store doesn't carry the kind of thing in the photo, it says so plainly, and shows nothing rather than something merely similar.

There's nothing to turn on. In the chat widget, a customer taps the attach button in the message composer to choose or take a photo, and can add a written message in the same send. By email, a customer can simply reply to one of your emails with a photo attached, the same way they'd reply to answer "can you send a picture of the damage?"

Arbyn treats a shopping photo and a damage photo as genuinely different jobs, because they're asking for different things.

A shopping photo is about identification: what brand, what exact product, every word legible on the label or box, what size or variant. That identity is what Arbyn then searches your catalog with, so a vague read (just "a bottle of perfume") would cost you a sale it could otherwise close. If Arbyn can confidently identify the product and you stock it, it names it and shows the product card. If it can make out what kind of thing it is but can't read the brand or exact name, it says so honestly and asks, while still showing what you do stock in that category, so the customer isn't left waiting on a question with nothing to look at in the meantime. If your store simply doesn't carry that kind of product at all, it says so plainly and shows nothing, rather than offering something unrelated just to have an answer. If the photo doesn't clearly show a product at all, Arbyn asks what the customer is looking for instead of guessing.

If a photo shows more than one product that could plausibly be what the customer means, a bottle next to a second bottle, a watch and a bag laid out together, Arbyn asks which one they mean rather than picking one and guessing. It doesn't count things a person is simply wearing or carrying while showing you the actual item (someone riding a skateboard is showing you the skateboard, not their shoes), so a normal, single-subject photo is never needlessly treated as ambiguous.

A damage or return photo is about scrutiny: what exactly is wrong, how bad it is, and whether it's consistent with what the customer is describing, since money can move on this answer. Arbyn looks at the product itself and its packaging separately (a crushed box counts as damage, even though it's "just the packaging," since it's what the customer actually received), describes specifically what it sees, and says plainly when a photo is too blurry or unclear to judge rather than guessing its way through it. If genuine damage is confirmed, Arbyn can start a return request from there, but it always verifies the order first, the same way it would from a written description, using the order number and the email the order was placed under. A photo never skips that step, and it never bypasses whatever approval rules you've set for refunds or replacements; if those need your sign-off, they still get it.

Whether Arbyn says "we have this" or "we don't" is always decided by checking your real, live catalog, never by a guess about what looks plausible. If the check finds nothing, the customer is told nothing was found, rather than shown something close enough. Arbyn also never claims to have identified a product it genuinely couldn't read; it says what kind of thing it can see, and asks for the name, rather than inventing a confident-sounding answer.

Do I need to turn this on? No. It's part of the assistant on every plan, in both chat and email.

Will Arbyn show products that aren't really a match, just to have an answer? No. If nothing in your store matches, it says so and shows no product cards.

Can a refund or replacement start from a photo alone? No. A damage photo starts a return request, and the order is verified the normal way before anything moves. Whatever approval rules you've set for refunds still apply.

What if the photo shows more than one product? Arbyn asks which one the customer means, rather than guessing, so long as more than one thing in the photo could genuinely be what they're asking about.

What if the photo is blurry or isn't of a product at all? Arbyn asks the customer what they're looking for, rather than guessing its way to an answer.